Service Desk Team Leader Tier 1

hace 3 días

Barcelona, España CPM A tiempo completo

An exciting opportunity has arisen in our CPM IT team: Service Desk Team Leader Tier 1

Job Purpose

The IT Support Desk Team Leader T1 is responsible for consistent training and coaching focusing on developing their respective team members. This role will be required to deliver and drive effective and profitable results for their team whilst ensuring strong a leadership and innovation necessary to drive continuous improvement practices whilst ensuring a positive working environment at all times.

**Responsibilities**:

- Delegate duties and tasks within the Support Desk Tier 1 team. Review completed tasks to ascertain compliance within standards.
- Performance Management - help the team to achieve business and personal objectives, providing constructive feedback via team meetings and 121s. Assist, coach and motivate all team members to help them achieve their targets
- Work alongside other departments to achieve company goals and visions.
- Act as a senior agent who will drive customer satisfaction through customer support.
- Review and update all technical support related processes and documentation for continuous improvement, including the creation of any relevant new support materials for the team
- Pass on any relevant feedback or suggestions by customers to the Senior management.
- Identify and suggest possible improvements on procedures.
- Conducting monthly quality checks on the tickets closed by engineer, ensuring that regular constructive and timely feedback is delivered to each team member.
- Working to guidelines as directed by IT Helpdesk Senior Management and management strategies.
- Perform different type of tasks as directed by the line manager.

Skills, Know-how and experience we are looking for:

- Fluent in English
- Excellent communication skills.
- Organizational and time-management skills
- Decision-making skills
- Ability to delegate
- Passionate about learning new technologies and acquiring skills
- Must be able to clearly demonstrate a strong experience level through the selection process required for this role

Preferred:

- Second European language
- Knowledge of topics such as soft skills including Customer Service and Leadership.
- Demonstrated experience as a team leader or supervisor
- MSCA certification
- IT degree or equivalent

What do we offer?
- Full-time contract (39 hours/week)
- Fixed schedule
- Competitive salary
- 24 days holiday per year on a full-time basis
- Being part of a constantly growing company & team with endless opportunities for career development
- A modern, international & friendly working environment - one of the best in the city
- Join our family CPM is all about people, well-known for our great workforce of diverse, talented professionals
- Hybrid model working from home and in the office
- Location: Barcelona, Spain

CPM International does not discriminate based on race, creed, colour, ethnicity, national origin, religion, sex, sexual orientation, gender expression, age, height, weight, physical or mental ability, veteran status, military obligations, or marital status.

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